No service - terrible connectivity which is my problem

I got the router end of July 2020 - until 3 weeks ago (this being the third week) everything was working like a dream - the router is by the window no issues at all. Now i am unable to connect - then my nightmare started with no resolution! i am not tech savvy at all! I sent messages from the App on my phone where I even compromised says it can be off after hours by I need it to work between 7am and 6pm! I was told that the router "hopping around due to multiple towers in my area" hence my issues okay how can that be fixed? Coz what I am also hearing its my fault! I get a link that I am supposed to link it to my phone or laptop but none of the cords I have for both my cellphone and laptop are compatible with the router?? I am given a contact number the first person I speak to Smangele hangs up after I tell her my issue the second person Thandeka tries to help by telling me to move around the house for better connection - this doesnt help either. The router has been stationed in one area for 5months with no connectivity issues why now? and why is it MY problem to fix?? Are you telling me that on your end this cannot be resolved? I have logged in on your website as we speak and your website says i am connected to a 5G tower which is 0.41km away from me and I am not connected - I have to go BUY data which i will not be compensated for while your debit order of R699 went off successfully on the first.. Another question why is there no connection even if the router connects to a 4G tower?? Or is the issue the router itself and you are too proud to admit?